Devoted to customer service and the principles of exceptional customer services

Learning to communicate effectively with your customers is an integral part of customer service.  Whether it’s the way you explain how your service or product works or speaking to them in their native tongue - it’s all a part of creating a good experience for them.  

When you live in Southern California, you meet such a diverse group of people - especially people from Latin cultures.  Oftentimes you’ll have to help someone who doesn’t speak any English, so what do you do?  You could find one of your co-workers to help the customer or you could learn Spanish yourself.  When I used to speak Spanish to my customers, they actually perceived me as being more helpful and kind.  How do I know?  They would tell me! 

Communication also includes nonverbal actions.  Keep in mind your body language when you interact with your customers.  Do you make eye contact with them when you speak?  Are you crossing your arms when you’re helping them?   Communication and customer service go hand in hand.  You can’t have one without the other.  Communication is the difference between a good company and a bad company.   Here are a few communication quotes to ponder...

“The most basic and powerful way to connect to another person is to listen. Just listen. Perhaps the most important thing we ever give each other is our attention…. A loving silence often has far more power to heal and to connect than the most well-intentioned words.” -- Rachel Naomi Remen

“Communication leads to community, that is, to understanding, intimacy and mutual valuing.” -- Rollo May

“Feelings of worth can flourish only in an atmosphere where individual differences are appreciated, mistakes are tolerated, communication is open, and rules are flexible -- the kind of atmosphere that is found in a nurturing family.” -- Virginia Satir

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The Secret to Excellent Customer Service:  Communication
Communication is Key